Question 1

Major process innovations are new core offerings for markets that have not been previously defined.

Accepted Answer

Major process innovations refer to significant improvements in the way a company produces products or delivers services, rather than creating new core offerings for previously undefined markets.

Question 2

With the Federal Government's push to increase the number of super clinics, how would you determine what services are required by consumers and how they could best be provided?

Accepted Answer

The answer of With the Federal Government's push to increase...

Question 3

Using the example of a postal service business, discuss how a supplementary service may be transformed into a core product.

Accepted Answer

The answer of Using the example of a postal service...

Question 4

A 'service factory' is characterised by low degrees of personal interaction and customisation and high labour intensity.

Accepted Answer

The answer of A 'service factory' is characterised by low...

Question 5

How necessary and possible is it for small organisations to display strong brands? Discuss this in line with The Flower of Service concept.

Accepted Answer

The answer of How necessary and possible is it for...

Question 6

Using the example of a 24/7 medical surgery, differentiate between the core service, facilitating services and supporting services.

Accepted Answer

The answer of Using the example of a 24/7 medical...

Question 7

A small coffee shop that offers table service and a variety of menu items is experiencing financial and service problems.Using the reengineering service process, develop a plan to redress the problems.

Accepted Answer

The answer of A small coffee shop that offers table...

Question 8

Using Ulrike de Bretani's process, discuss the changes which have taken place in the MacDonald's group to appeal to a new customer base.

Accepted Answer

The answer of Using Ulrike de Bretani's process, discuss the...

Question 9

The acquisition of Israel Folau to the ranks of the Australian Football League in 2011 raised the question of the power of the brand.Is Folau a brand in his own right and what implication does this have in terms of the organisation's brand?

Accepted Answer

The answer of The acquisition of Israel Folau to the...

Question 10

If you were running a legal firm, what steps would you take in planning, creating and delivering an integrated and coherent service product strategy of the firm?

Accepted Answer

The answer of If you were running a legal firm,...

Question 11

Service firms do not need to concern themselves about brand names and branding.

Accepted Answer

Service firms should be concerned with brand names and branding as it can help differentiate them from competitors and create a strong image in the minds of customers.

Question 12

'Distinction between facilitating services and supporting services may not be always clear'.Discuss this statement, providing examples from a recent personal service encounter.

Accepted Answer

The answer of 'Distinction between facilitating services and supporting services...

Question 13

Assume you are running an optometrist's office or veterinary surgery.Discuss how you can enhance delivery of each of these businesses' supplementary services using information technology.

Accepted Answer

The answer of Assume you are running an optometrist's office...

Question 14

Service redesign includes the following types of service: direct, pre-service,
bundled service and physical service.

Accepted Answer

Service redesign includes these four types of service.

Question 15

Adorning company cars with corporate logos and providing employees with new uniforms are examples of process line extensions.

Accepted Answer

Adorning company cars with corporate logos and providing employees with new uniforms are examples of branding and marketing efforts, not process line extensions. Process line extensions involve adding new variations or extensions to an existing product line to target different customer needs or market segments.

Quiz 4: Developing service products: core and supplementary service elements